Service Desk Analyst

Leidos; Canberra; On-site; AUD 60,000 - 85,000; Full time

Job summary

Leidos Australia is seeking a Service Desk Analyst to provide first-line IT support for corporate systems from our Canberra offices. You’ll diagnose issues, resolve technical problems, and deliver a positive support experience while meeting SLAs.

We value curiosity, collaboration, and a customer-focused approach. Applicants must be Australian citizens with baseline AGSVA security clearance and be prepared to work onsite five days a week at Moore Street or Wentworth Avenue in Canberra.

Qualifications

• Experience in a customer-focused role providing professional IT support.
• Strong communication skills and proactive approach to inquiries.
• Experience with Microsoft 365, Azure, Intune, and Windows OS.
• Familiarity with ITIL best practices or willingness to learn.
• Eagerness to learn and collaborate within a service desk team.
• Australian citizenship and Baseline AGSVA security clearance required.

Responsibilities

• Provide first-line IT support, handling incidents and service requests.
• Assist with account administration, including password resets.
• Troubleshoot hardware, software, network issues and document resolutions.
• Ensure timely updates to users and adherence to SLAs.

Skills

Customer-focused support

Clear communication

Microsoft 365

Azure

Intune

Windows Operating Systems

Education

IT-related degree or certification

Tools

Microsoft 365

Windows OS

Azure

Intune

Job description

Description

About Leidos Australia

At Leidos Australia, our work goes beyond a job title. We design, build, operate and support the systems, services and capabilities that help protect and advance the Australian way of life.

Backed by a global organisation of more than 40,000 people, our Australian team of around 2,000 has partnered with government, defence and national security customers for more than 30 years. We deliver mission-critical solutions where reliability, trust and purpose matter.

Leidos is a destination for people who want their work to have purpose, their contribution to be recognised, and their career to grow without needing to fit a single mould. Meaningful work is supported by benefits, flexibility and career pathways that help you grow while balancing life outside work. This includes:

• Flex Your Way – Tailor work to your life with options including Life Days (up to 12 extra days off per year), part-time arrangements, job sharing, and compressed hours.
• Wellbeing That Matters – Free access to Headspace and MeQuilibrium, plus dedicated wellness spaces to support your mental, physical, and emotional wellbeing.
• Learn Without Limits – Access over 120,000 on-demand courses, alongside technical, project management, leadership, and professional development opportunities.
• Work That Makes an Impact – Contribute to nationally significant projects that matter, solve complex challenges, and accelerate your career through unique growth opportunities.
• Build Your Future – Whether you're deepening technical expertise or preparing for leadership, we'll invest in your development every step of the way.
• And Much More – These are just a few of the ways we invest in our people and help them thrive.

About the Team

You’ll join a team where people work with integrity, inclusion, innovation, agility, collaboration and commitment. In practice, that means sharing ownership, solving complex problems together and staying connected to the customer context, the purpose behind the work and how each role contributes to meaningful outcomes.

Our CIO Leidos Support Team plays a vital role in ensuring employees have reliable access to company IT systems and infrastructure. We deliver responsive, high-quality support across desktop, network, and application services, enabling our teams to work securely and efficiently in a fast-paced, mission-driven environment.

The Opportunity

We are seeking a Service Desk Analyst to be a key point of contact for customers seeking support with corporate IT systems. You’ll help keep people connected and productive by diagnosing issues, resolving technical problems, and delivering a positive support experience.

• Provide first-line IT support, managing incidents, service requests and access requests through to resolution or escalation.
• Support day-to-day account administration, including password resets and account unlocks.
• Diagnose and troubleshoot hardware, software, network and telecommunications issues, while researching solutions and maintaining accurate support documentation.
• Deliver a positive support experience by keeping users informed, working to agreed Service Level Agreements (SLAs), and providing assistance both over the phone and in person.

This is an onsite role, working five days a week from either from our Moore Street or Wentworth Avenue office in Canberra.

About You

You don’t need to know everything from day one. We can teach you the technical aspects of the role. What matters is that you’re curious, eager to learn, open to feedback, and comfortable working collaboratively with others.

This could be a great opportunity if you’re looking to start your career in IT or build on your existing experience. Bring a willingness to learn and a customer-focused approach, and we’ll invest the time and support to help you develop your technical capability and grow your career.

Essential Skills & Experience

• Experience in a customer-focused role, with the ability to provide helpful and professional support.
• Clear communication skills and a proactive approach to resolving customer enquiries and technical issues.
• Experience with, or exposure to, Microsoft 365, Microsoft Azure, Microsoft Intune and Windows operating systems.
• An understanding of ITIL best-practice principles, or an interest in developing your knowledge in this area.
• A willingness to learn, take on feedback and build your technical capability as part of a collaborative service desk team.

Applicants must be Australian Citizens and willing to obtain and hold a Baseline AGSVA security clearance.

Advantageous Skills & Experience

• Previous service desk experience would be advantageous.
• An IT-related degree or certification, or currently working towards one, would also be advantageous.

Ready to explore what’s possible?

If this sounds like a role where you can make an impact and continue to grow, we’d like to hear from you.

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025.

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers.

• competitive compensation
• Health and Wellness programs
• Income Protection
• Paid Leave
• Retirement

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.